Section: agg-featureDefault Value: No default valueValid Values: none. This option takes no values—its presence alone within the [agg-feature] section issues the described instructions to RAA.Changes Take Effect: After restart of the aggregation process.

Contents

Table AGT_ID_FCR

Important

This table is populated only if the enable-gpr-fcr feature is enabled.

Description

Introduced: 8.5.002.00

In partitioned databases, this table is not partitioned.

This disposition-based aggregate table provides a rollup of resource interaction-handling activities for interactions that are assigned a specific business attribute, such as customer segment, business result, service type, and service subtype.

FCR (First Contact Resolution Rate) is defined as the rate for all interactions on a day and media type using a predictor and model.

Rollups are derived primarily from the INTERACTION_FACT table and are based on the resource’s first attempt in handling interactions. A join to the GPM_FACT provides aggregated data that is dimensioned by model, predictor, and result. When running in embedded mode, the data in this table is delayed by 7-8 days.

This table includes measures pertaining to customer interactions that are distributed to handling resources, which are attributed to the interval in which the interaction entered the contact center.

Records in this table exclude interactions that are routed to and accepted by unmonitored resources and include interactions that are directly routed from the switch or distributed through mediation DNs. Aggregation is performed along the TENANT, DATE_TIME, INTERACTION_TYPE, MEDIA_TYPE, and INTERACTION_ DESCRIPTOR dimensions. The combination of keys to these dimensions uniquely identifies records in this table.

The same columns and column descriptions apply to other AGT_ID_FCR_* tables.

Tip

This document shows table information because it is more informative than view information. However, directly querying tables is not supported; perform your queries on views.

This document shows the HOUR structure for each table, as an example. For each table, the same structure is used for SUBHR through YEAR views.

Mediation resources (such as a non-self-service IVR ports, voice treatment ports, ACD queues, routing points, and so forth) where the interaction ends in mediation before being distributed to a handling resource.

To assist you in preparing supplementary documentation, click the following link to download a comma-separated text file containing information such as the data types and descriptions for all columns in this table: Download a CSV file.

Hint: For easiest viewing, open the downloaded CSV file in Excel and adjust settings for column widths, text wrapping, and so on as desired. Depending on your browser and other system settings, you might need to save the file to your desktop first.

DATE_TIME_KEY

The surrogate key that is used to join this aggregate table to the DATE_TIME dimension table to identify the calendar date and 15-minute interval that correspond to the start of the aggregated interval.

ACCEPTED

ACCEPTED_FCR

The total number of customer interactions of this business attribute that were accepted, answered, or pulled by a handling resource, and which were subsequently resolved during the first customer attempt. An issue is considered to be resolved on the first attempt if there are no subsequent customer interactions from the same CUSTOMER_ID for the same SERVICE-TYPE within 7 days.